In mid-June 2024, Outsource Fiji held the country's first-ever familiarization event for the local BPO industry at the opulent Grand Pacific Hotel in Fiji's capital, Suva.
BPO Bullhorn was part of the event, along with loads of world-class industry insiders.
Here’s what we uncovered:
🙂 Happiness is a way of life for Fijian people, and it shines through in customer interactions. Rooted in hundreds of years of tribal village life, Fijians are community- and family-focused and warmly welcome outsiders. For CX delivery, this is Fiji’s core strength, as it delivers on the promise of a unique customer-centric culture that other countries often tout but fall short of.
🛰️ Fiji is well-suited for satellite teams, with brands like Hertz and Lowes already leveraging BPOs in Fiji for disaster recovery and multi-function overflow. Lowes (traditionally a 100% “Aussie” brand) changed its position on offshore outsourcing because of its interactions with one single Fijian receptionist, again showcasing the positive influence of Fiji's people.
🧑💼 Attrition is astoundingly low, with under 10% per annum being mentioned by several operators. The BPO industry is fairly new in Fiji, so employees tend not to jump to rival companies. Plus, the community spirit of the Fijian people is conducive to a loyal workforce.
⚠️ Challenges
Scale, infrastructure, and costs. Fiji’s total population is just below 1 million, and the BPO industry only employs 8,000 people. Outside of Suva, the roads and transport network need development, as does the capital’s airport. Business-grade internet initially costs US$100 per Mbps, although that is expected to drop with the arrival of Google’s fiber undersea cables.
🏖️ 61 Essential Facts About Outsourcing to Fiji
To go deeper and learn more about Fiji, here’s a comprehensive fact sheet on the workforce, language, economy, wages, and BPO pricing in the country.
📈 More quick facts picked up during the event:
Corporate tax is 25%, dropping to 20% if you move your HQ to Fiji.
Incentives can lead to tax loss with 8 years carryforward.
It takes only 1.5 months to set up a business through Investment Fiji.
Minimum wage: FJD$ 4 (US$1.77) per hour. BPOs tend to pay 10-15% more.
Around 30% of the country’s 5,000 annual graduates leave the island.
To learn more about Fiji’s BPO ecosystem, connect with Outsource Fiji on LinkedIn, where there are dozens more special reports from EXO Fiji delegates.
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To learn more about Fiji’s BPO ecosystem, connect with Outsource Fiji on LinkedIn, where there are dozens more special reports from EXO Fiji delegates.